The coordinator will respond to live chat and email inquiries from patients and providers while troubleshooting platform issues. They are responsible for managing high-volume conversations, escalating complex cases, and maintaining a professional, empathetic support experience.
The Customer Support Coordinator acts as the first point of contact for patients and providers, managing high-volume live chat and email inquiries. They are responsible for troubleshooting platform issues, following established workflows, and escalating complex cases to the appropriate internal teams.
You will manage high-volume lab and referral documentation, ensuring accurate processing and routing in compliance with privacy standards. You will also coordinate with internal teams and external clinics to resolve documentation issues and support clinicians in care delivery.
Manage a portfolio of channel partners by overseeing program launches, coordinating renewals, and leading business reviews in both French and English. Act as the primary contact to resolve issues and improve operational playbooks across the organization.
Lead and develop a team of Client Success managers to drive revenue, retention, and partner experience within the channel partnerships segment. Manage strategic partner engagements and high-stakes escalations in both English and French while collaborating cross-functionally to drive growth.
